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Companies are beginning to rely more on customer participation (CP). As a result, consumers are expected to expend more resources throughout the service exchange. Through three studies, this study aims to examine the effect of CP on customers’ evaluations of these exchanges. Study 1 examines the interaction between two levels of CP (low versus high) and shopping experience type (hedonic versus utilitarian). In Study 2, the focus shifts to understanding the negative consequences of high CP. In Study 3, the authors explore how the negative effects of high CP can be mitigated.

Scenario-based experiments were implemented across three studies. This study used multivariate analysis of variance (Study 1) and PROCESS (Hayes, 2018; Studies 2 and 3) to uncover how consumers respond to CP.

Results of Study 1 indicate that the CP level negatively impacts satisfaction and positive word-of mouth (PWOM) in a utilitarian context but has no effect in a hedonic context. Study 2 finds that the negative effects of high CP on satisfaction and PWOM are mediated by fairness and frustration. Study 3 suggests that these negative results can be mitigated by offering a financial incentive.

This study’s two primary objectives address specific calls in the CP literature. First, this study examines the effects of increased CP during hedonic and utilitarian shopping experiences. Second, this study investigates mediators and moderators associated with the negative effects of increased CP, shedding light on how the consumer processes high CP service encounters.

A firestorm is a vast wave of negative information about a brand that disseminates quickly online. Their relative unpredictability represents a particularly challenging problem for brand marketers. This paper aims to show how firestorms are enabled and can be disabled by online community members (OCMs), exploring the dissemination of negative electronic word-of-mouth (e-WOM), the challenges in countering negative brand information and how brands can effectively communicate with OCMs to facilitate offsetting negative e-WOM.

This paper uses a sequential mixed-method research methodology. Study 1 uses an experimental design and tests serial mediation using PROCESS Model 6. Study 2 extends the findings while introducing a moderator using the PROCESS Model 83. Finally, qualitative findings are used to develop a practitioner-friendly typology of OCMs.

The perceived authenticity of a message can influence the believability of negative WOM in the presence of a negative availability cascade. Positive cascades are likely to prevent online communities from enabling negative e-WOM when the instigating message is perceived to be inauthentic. Qualitative findings from a post hoc analysis identify a typology of eight OCM types that enable and are also capable of disabling firestorms.

OCMs can both actively fuel and cool a firestorm. Brands should always monitor online communities and closely monitor discussions that are most likely to generate firestorms. More proactively, they should also develop communication strategies for each OCM type to help disable firestorms in the making.

Both negative and positive cascades are explored quantitatively and qualitatively to understand the mechanisms that can drive firestorms and provide both warnings and guidance for brands. An OCM typology guides brands’ mitigation strategies.

Electric vehicles are often positioned as a politically easy option for low-carbon mobility, compared to other options, such as cycling, public transit, and walkable communities. This is difficult to assess confidently, however. The rate of adoption for electric vehicles that will be necessary over the next few decades to avoid the worst consequences of climate change will bring about new political struggles. This chapter uses a political-economic analysis to discuss what these struggles might look like. Using literature on the structure of automobility, along with evidence on the ways which electric vehicles disrupt the existing systems built around private car use, it discusses how a rapid transition to electric mobility will affect the material interests of various groups. One big impact will be on production, where the radical changes necessary to re-tool the auto industry to build electric vehicles will create major risks for car companies and their workers. A second impact will be on infrastructure, where the conversion of parking space into electric vehicle charging stations could arouse local political opposition, particularly in cities. Finally, electric vehicles might conflict with the cultural and symbolic lock-in of conventional vehicles, resulting not only in slower adoption but also the potential for active resistance against electric vehicle policies and infrastructure. Taken together, this implies that electric vehicles will not be a form of low-carbon mobility that is free of political struggle. Widespread electrification of private automobility could be aggressively opposed by powerful groups who have strong economic incentives to do so.

Scholars have noted the impact of advertising on unhealthy food consumption. However, a systematic literature review (SLR) on this topic is currently lacking. This study aims to find, analyze and synthesize prior literature to set the stage for future researchers and practitioners. It also uncovers research gaps, suggests potential research questions and presents a conceptual framework for use in future research.

This paper catalogs and synthesizes topic-related literature by using the time-tested SLR methodology. It identifies and analyzes 99 relevant studies that have addressed the impact of advertising on unhealthy food consumption. Research profiling of the selected studies supported the synthesis of key themes in the extant literature.

The authors identify three key thematic foci: a) viewer attributes pertaining to excessive unhealthy food consumption, b) advertisement attributes pertaining to excessive unhealthy food consumption and, c) unhealthy food consumption regulation. Within these themes, the authors also identify some subthemes, presenting specific advertising and viewer attributes that contribute to unhealthy food consumption. The authors further develop a conceptual framework based on the stimulus-organism-response (S-O-R) model, summarizing the findings of the study. This could aid future researchers and practitioners in their design of certain strategies.

The study uncovers various gaps in the extant literature and suggests potential areas that can be examined by scholars. From a practical perspective, the study recommends certain actionable strategies for policymakers, helping customers to achieve the long-term goal of obesity reduction.

From the perspective of practice, the study recommends certain actionable strategies for policymakers helping customers achieve the long-term goal of obesity reduction.

The current study makes a novel contribution to the research on advertising and unhealthy food consumption by identifying theme-based research gaps in the existing literature, mapping those with potential research questions and presenting a conceptual framework based on the S-O-R model. Based on the findings, the study also proposes five potential research models examining diverse aspects of advertising and unhealthy food consumption to guide interested scholars and practitioners to shape the future research discourse.

This study seeks to examine differences in the perceptions of sexual harassment between business school students in the USA and Thailand.

Senior‐level business students from both the USA (228 students) and Thailand (260 students) were surveyed regarding their perceptions of what constituted sexual harassment behaviour. After reading different workplace scenarios, the participants used a Likert‐type scale to rank different behaviours as to what they felt constituted sexual harassment. The survey scores were factor‐analyzed in order to determine the constructs underlying the variety of sexual harassment behaviours.

Students in the USA viewed sexual harassment as involving a quid quo pro situation in which one's behaviour affects the terms of employment (sexual coercion), and a hostile environment in which certain behaviours and remarks create a hostile or offensive work environment. In comparison, the Thai students also viewed behaviours that create a hostile or offensive environment as constituting harassment, but also considered sexually explicit language and jokes to be very offensive, and as constituting a form of sexual coercion.

This study used only one data collection method, specifically, a survey instrument. Also, this study examined differences between US subjects and subjects from only one Far Eastern country. Thus, the results may not be generalizable to other East Asian countries.

As US businesses begin to expand into the Far East, it is imperative that we understand the nature of sexual harassment perceptions in these Far East countries.

This paper provides evidence that the perception of what constitutes sexual harassment varies across cultures.

Around 60 per cent of people with dementia in the UK live at home. The experience of caring for a family member with dementia can be rewarding and positive, but it can also be significantly stressful. Current healthcare policy is encouraging greater provision to support family carers. Along with respite-care, day-care and support group-based initiatives, there has also been a focus on developing dementia-specific communication training. The paper discusses this issue.

The authors outline a new initiative “Empowered Carers” which is being piloted in the North of England. Empowered Carers is an online support and communication training service for family carers who are caring for someone with dementia at home. It utilises online video conference-calling technology to connect carers with support workers, and also allows for simultaneous interactions involving other family members. A central tenet of the approach is a theoretically grounded support model, based on the concept of mentalisation.

The authors describe the background to Empowered Carers, and how a conventional evaluation strategy for the initiative is being used alongside a socio-linguistic approach (Conversation Analysis – CA). This aims to provide empirical evidence about how the assimilation of mentalisation is reflected in the structuring of speech patterns in carers during support sessions.

The authors explain the CA method, how it has been applied to similar talk-based therapeutic settings, and why its ability to explore sequential linguistic patterns across extremely large data-sets is particularly suited to studying interaction in emerging online arenas.